IT Service Desk Engineer (Apprenticeship) in Royal Tunbridge Wells

Remote – Unlimited holiday – Be the first line of IT Infinity Group are an innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award‑winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services. With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central. We are dedicated to fostering a more productive and secure work environment for organisations utilizing Dynamics 365, Microsoft 365, and Azure. Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment. We are committed to the well‑being and growth of our employees, and we prioritise continuous learning and development through fully funded training programmes. Our focus on people, expertise and commitment to excellence underscores our mission to make a positive impact in the tech industry.

Role Overview

As an IT Service Desk Apprentice, you’ll be the first point of contact when something breaks, slows down, or doesn’t work as expected. You’ll help diagnose issues, restore service quickly and make sure problems don’t repeat. You’re not just fixing tickets – you’re protecting productivity, improving the employee experience, and learning how a modern IT function supports a growing business.

What you’ll be doing:

• First‑line support that keeps the business moving
• Own incoming issues from first contact through to resolution – restoring service quickly and professionally.
• Diagnose and resolve problems, not just log them.
• Ask the right questions, troubleshoot effectively and fix what you can – escalating only when needed.
• Manage tickets with clarity and accountability.
• Track, prioritise and update tickets so nothing gets lost and users stay informed.
• Improve how support is delivered.
• Spot patterns, contribute to knowledge articles and help reduce repeat issues.
• Collaborate across the IT team.
• Work with engineers and specialists to resolve more complex issues and learn from them.
• Build capability while you learn.
• Develop your technical skills, confidence and understanding of how IT supports a modern organisation.

The kind of problems you’ll solve:

• “My laptop / device has stopped working or is too slow”
• “Emails, logins, or permissions aren’t behaving as expected”
• “Something worked yesterday but not today – what’s changed?”
• “We’ve got multiple people hitting the same issue – is this bigger than one ticket?”
• “I don’t know how to use this tool properly – can you show me?”
• “This keeps happening – how do we stop it for good?”

What sets you apart:

• You naturally take ownership – you don’t drop problems or wait for others to pick them up.
• You stay calm under pressure and think clearly when things aren’t working.
• You’re curious – you want to understand why something broke, not just fix it.
• You communicate simply and clearly, especially with non‑technical users.
• You care about getting things right, not just getting them done.
• You’re reliable, organised and follow through on what you start.
• You’re motivated to learn and improve – quickly.

Your impact:

• On the business: You protect productivity by reducing downtime and making sure teams can do their jobs without disruption.
• On customers: You create a reliable, responsive support experience – people trust IT because of how you handle issues.
• On team performance: You help the service desk run smoothly, reduce repeat problems and increase overall efficiency as your capability grows.

What it’s like here:

• Ambitious, but not political.
• High standards, but pragmatic.
• People who care about doing things properly – not just hitting numbers.

You’ll get:

• Real ownership of how sales evolves.
• Freedom to change things that don’t work.
• A team open to being challenged and developed.
• Direct access to leadership and influence over direction.

What you get:

• Unlimited annual leave.
• Private healthcare, life assurance and company shares.
• Electric car scheme.
• Flexible / remote working (with access to Tunbridge Wells & Paddington).
• Team and company socials, including Illuminate Awards.